📍 Job Overview

Job Title: Customer Support
Company: Lloyds Banking Group
Location: Royal Leamington Spa, England, United Kingdom
Job Type: Full-time, Hybrid (3 days in branch, 2 days remote)
Category: Customer Service
Date Posted: 2025-08-08
Experience Level: Entry-level to 2 years
Remote Status: Hybrid

🚀 Role Summary

Customer-Focused Support: Provide assistance to customers in Lloyds and Halifax branches, as well as remotely via phone, social media, web-chat, and video calls.
Relationship Building: Quickly build rapport with customers to understand their needs and provide tailored support.
Problem-Solving: Resolve customer queries efficiently and effectively, ensuring customer satisfaction.
Team Collaboration: Work closely with colleagues to ensure customer needs are met and service excellence is maintained.
Skill Progression: Develop new skills and earn valuable accreditations through the Skill Progression Framework, leading to career advancement and increased pay.

📝 Enhancement Note: This role offers significant growth opportunities through the Skill Progression Framework, allowing colleagues to advance their careers and earnings potential.

💻 Primary Responsibilities

Customer Interaction: Engage with customers in-person, over the phone, or via digital channels to understand and address their financial needs.
Query Resolution: Investigate and resolve customer queries, ensuring a positive customer experience and maintaining customer loyalty.
Branch Support: Work in Lloyds and Halifax branches, providing face-to-face customer support and assistance with transactions.
Remote Working: Provide remote support to customers, using various digital channels to communicate and resolve issues.
Team Collaboration: Collaborate with colleagues to ensure customer needs are met and service standards are maintained.

📝 Enhancement Note: This role requires strong communication skills and the ability to adapt to different customer needs and channels, making it an excellent fit for individuals with a customer-focused mindset.

🎓 Skills & Qualifications

Education: No specific educational requirements mentioned, but a strong focus on transferable skills and a customer-centric mindset is essential.

Experience: Entry-level to 2 years of experience in customer service or a related field. Previous financial services experience is not required.

Required Skills:

Excellent communication and active listening skills
Strong problem-solving abilities
Empathy and a genuine desire to help people
Ability to build relationships quickly and establish rapport with customers
Commitment to delivering on promises and going above and beyond for customers
Collaborative teamwork approach

Preferred Skills:

Previous experience in customer service or a related field
Knowledge of financial services products and processes
Ability to work effectively in a hybrid environment (branch and remote)

📝 Enhancement Note: While previous financial services experience is not required, candidates with transferable skills from customer service or related fields may find this role particularly appealing.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Experience: Highlight previous customer service experiences, demonstrating your ability to handle diverse customer needs and resolve queries effectively.
Problem-Solving Skills: Showcase examples of successful problem-solving, showcasing your ability to think critically and find creative solutions.
Adaptability: Demonstrate your ability to adapt to different customer needs and communication channels, such as phone, email, and social media.

Technical Documentation:

Customer Interaction Records: Provide examples of customer interaction records, demonstrating your ability to document and track customer queries effectively.
Performance Metrics: Showcase your understanding of customer service performance metrics, such as customer satisfaction scores and resolution rates.

📝 Enhancement Note: As this role focuses on customer support rather than web development, a traditional web portfolio may not be required. However, candidates should be prepared to demonstrate their customer service skills and experiences through relevant examples and case studies.

💵 Compensation & Benefits

Salary Range: £25,000 - £25,200 (increasing to £25,750 after 6 months) with the opportunity to earn up to £30,750 through skill progression.

Benefits:

Generous pension contribution of up to 15%
Annual performance-related bonus
Private medical benefit with BUPA
Share schemes
Discounted shopping benefits
22 days' holiday (increasing over time), with bank holidays on top
A range of wellbeing initiatives and generous parental leave policies

Working Hours: 35 hours per week, including Saturdays. Flexible working options are available, allowing colleagues to work from home for 2 days a week.

📝 Enhancement Note: The salary range and benefits package are competitive and reflect the company's commitment to investing in its employees' professional development and well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Medium to large (approximately 65,000 employees)

Founded: 1765 (as a joint-stock bank, later became Lloyds Bank in 1864)

Team Structure:

Customer Support Teams: Work across Lloyds and Halifax branches, providing face-to-face and remote customer support.
Branch Managers: Oversee branch operations and support customer support teams.
Area Managers: Manage multiple branches and support branch managers in delivering excellent customer service.

Development Methodology:

Agile Working: Lloyds Banking Group supports flexible working, allowing colleagues to work from home for up to 2 days a week.
Skill Progression Framework: A structured pathway for colleagues to develop new skills, earn valuable accreditations, and advance their careers.
Customer-Centric Approach: A strong focus on understanding and meeting customer needs, with a commitment to delivering exceptional customer service.

Company Website: Lloyds Banking Group

📝 Enhancement Note: Lloyds Banking Group is committed to creating a values-led culture and building a workforce that reflects the diversity of the customers and communities it serves. This commitment to inclusion and diversity is evident in the company's approach to employee development and customer service.

📈 Career & Growth Analysis

Customer Support Role Level: Entry-level to 2 years of experience, focusing on providing exceptional customer service and resolving customer queries.

Reporting Structure: Customer Support colleagues report to Branch Managers, who oversee branch operations and support customer support teams.

Technical Impact: Customer Support colleagues play a crucial role in maintaining customer satisfaction and loyalty by resolving queries and providing tailored financial support.

Growth Opportunities:

Skill Progression: Develop new skills and earn valuable accreditations through the Skill Progression Framework, leading to career advancement and increased pay.
Branch Management: Progression to a Branch Manager role, overseeing branch operations and supporting customer support teams.
Area Management: Progression to an Area Manager role, managing multiple branches and supporting branch managers in delivering excellent customer service.

📝 Enhancement Note: Lloyds Banking Group offers significant career growth opportunities through its Skill Progression Framework, allowing colleagues to develop new skills, earn valuable accreditations, and advance their careers.

🌐 Work Environment

Office Type: Hybrid, with 3 days in the branch and 2 days working remotely from home.

Office Location(s): Royal Leamington Spa, England, United Kingdom (with the option to work from home for 2 days a week)

Workspace Context:

Branch Environment: A busy and dynamic branch environment, with a focus on providing excellent customer service and supporting customers with their financial needs.
Remote Working: A quiet, private room at home with a stable internet connection, suitable for remote customer support and communication.

Work Schedule: Full-time, working 35 hours per week, including Saturdays. Flexible working options are available, allowing colleagues to work from home for 2 days a week.

📝 Enhancement Note: Lloyds Banking Group supports flexible working, allowing colleagues to balance their work and personal lives more effectively. This commitment to work-life balance is reflected in the company's approach to employee well-being and development.

📄 Application & Technical Interview Process

Interview Process:

Application Review: Lloyds Banking Group will review your application and, if successful, invite you to an initial phone or video screening.
Phone/Video Screening: A brief conversation to discuss your application, understand your motivations, and assess your suitability for the role.
Face-to-Face Interview: A more in-depth discussion about your customer service experience, problem-solving skills, and cultural fit with the team.
Final Assessment: A practical assessment or scenario-based exercise, designed to evaluate your customer service skills and ability to thrive in a busy branch environment.

Portfolio Review Tips:

Customer Service Experience: Highlight your customer service experiences, demonstrating your ability to handle diverse customer needs and resolve queries effectively.
Problem-Solving Skills: Showcase examples of successful problem-solving, showcasing your ability to think critically and find creative solutions.
Adaptability: Demonstrate your ability to adapt to different customer needs and communication channels, such as phone, email, and social media.

Technical Challenge Preparation:

Customer Service Scenarios: Familiarize yourself with common customer service scenarios and practice handling them professionally and efficiently.
Problem-Solving Exercises: Brush up on your problem-solving skills and practice applying them to customer service scenarios.
Communication Skills: Prepare for questions about your communication skills, active listening, and ability to build rapport with customers.

ATS Keywords: [Customer Service, Empathy, Relationship Building, Problem Solving, Team Collaboration, Integrity, Customer Satisfaction, Branch Support, Remote Working, Hybrid Work, Skill Progression, Career Development]

📝 Enhancement Note: Lloyds Banking Group's interview process is designed to assess candidates' customer service skills, problem-solving abilities, and cultural fit with the team. By preparing thoroughly and demonstrating your customer service expertise, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Service Tools:

Customer Relationship Management (CRM) System: Lloyds Banking Group uses a CRM system to manage customer interactions and track customer queries.
Telephony System: A secure and reliable telephony system for handling customer calls and communications.
Digital Channels: Various digital channels, such as social media, web-chat, and video calls, for remote customer support and communication.

Customer Service Training:

Induction Training: A comprehensive induction program to familiarize new colleagues with Lloyds Banking Group's products, services, and customer service standards.
Ongoing Training: Regular training and development opportunities to help colleagues enhance their skills and advance their careers through the Skill Progression Framework.

📝 Enhancement Note: While this role focuses on customer service rather than web development, a strong understanding of customer service tools, digital channels, and best practices is essential for success in this role.

👥 Team Culture & Values

Customer Service Values:

Customer-Centric Approach: A strong focus on understanding and meeting customer needs, with a commitment to delivering exceptional customer service.
Empathy and Integrity: Showing genuine care and concern for customers, acting with honesty and integrity in all customer interactions.
Problem-Solving Mindset: A proactive approach to resolving customer queries and finding creative solutions to customer challenges.
Team Collaboration: Working closely with colleagues to ensure customer needs are met and service excellence is maintained.
Continuous Learning: A commitment to developing new skills and enhancing customer service knowledge through training and development opportunities.

Collaboration Style:

Cross-Functional Teamwork: Collaborating with colleagues from various departments, such as Branch Managers, Area Managers, and other customer support teams, to ensure customer needs are met and service standards are maintained.
Peer Support: Working closely with colleagues to share knowledge, skills, and best practices, fostering a supportive and collaborative team environment.
Regular Communication: Maintaining open and transparent communication with colleagues, customers, and management to ensure everyone is aligned and working towards the same goals.

📝 Enhancement Note: Lloyds Banking Group's customer service values and collaboration style are central to its commitment to delivering exceptional customer service and maintaining customer satisfaction. By embracing these values and working collaboratively, colleagues can help drive the company's success and advance their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Volume: Managing high customer volumes and ensuring efficient query resolution in a busy branch environment.
Customer Diversity: Adapting to the diverse needs and preferences of customers, providing tailored support and solutions.
Regulatory Compliance: Ensuring adherence to financial services regulations and industry standards in all customer interactions.

Learning & Development Opportunities:

Skill Progression: Developing new skills and earning valuable accreditations through the Skill Progression Framework, leading to career advancement and increased pay.
Branch Management: Progression to a Branch Manager role, overseeing branch operations and supporting customer support teams.
Area Management: Progression to an Area Manager role, managing multiple branches and supporting branch managers in delivering excellent customer service.

📝 Enhancement Note: Lloyds Banking Group offers significant career growth opportunities through its Skill Progression Framework, allowing colleagues to develop new skills, earn valuable accreditations, and advance their careers. By embracing these challenges and pursuing continuous learning, colleagues can unlock new opportunities and achieve their professional goals.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for questions about handling common customer service scenarios, such as resolving complaints, upselling products, and managing difficult customers.
Problem-Solving Exercises: Brush up on your problem-solving skills and practice applying them to customer service scenarios, demonstrating your ability to think critically and find creative solutions.
Communication Skills: Prepare for questions about your communication skills, active listening, and ability to build rapport with customers.

Company & Culture Questions:

Customer Service Values: Familiarize yourself with Lloyds Banking Group's customer service values and be prepared to discuss how you embody these values in your customer service approach.
Team Collaboration: Prepare for questions about your experience working collaboratively with colleagues, sharing knowledge, and supporting team goals.
Customer-Centric Approach: Be ready to discuss your commitment to understanding and meeting customer needs, with a focus on delivering exceptional customer service.

Portfolio Presentation Strategy:

Customer Service Experience: Highlight your customer service experiences, demonstrating your ability to handle diverse customer needs and resolve queries effectively.
Problem-Solving Skills: Showcase examples of successful problem-solving, showcasing your ability to think critically and find creative solutions.
Adaptability: Demonstrate your ability to adapt to different customer needs and communication channels, such as phone, email, and social media.

📝 Enhancement Note: By preparing thoroughly and demonstrating your customer service expertise, you'll increase your chances of success in the interview process. Familiarize yourself with Lloyds Banking Group's customer service values, team culture, and career growth opportunities to showcase your fit for the role and the company.

📌 Application Steps

To apply for this Customer Support position at Lloyds Banking Group:

Submit Your Application: Visit the Lloyds Banking Group careers website and search for the "Customer Support" role in Leamington Spa or Milton Keynes. Click on the job listing and follow the instructions to submit your application.
Customize Your Portfolio: Tailor your customer service experiences, problem-solving skills, and adaptability to the specific requirements of this role and Lloyds Banking Group's customer service values.
Optimize Your Resume: Highlight your relevant customer service experiences, skills, and achievements, focusing on the key requirements for this role and the company's customer service standards.
Prepare for Technical Interviews: Familiarize yourself with common customer service scenarios, problem-solving exercises, and communication skills assessments, ensuring you're ready to demonstrate your expertise in the interview process.
Research the Company: Learn about Lloyds Banking Group's customer service values, team culture, and career growth opportunities to showcase your fit for the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with Lloyds Banking Group before making application decisions.

Lloyds Banking Group - Customer Support - Lemington Spa